Had questions on my policy while I was traveling; while InsureMyTrip was partly able to answer my question, I needed to talk to John Hancock agency. I was transferred to a John Hancock representative, but all he said he could do was start a claim for me....said no one was available to answer my question until Monday....this was Saturday. I had a question, needed an answer, no one to help....fortunately for me I was able to solve the issue without further assistance. Would think twice about going with John Hancock again.